Sr. Program Manager

Proofpoint • UT

155d • $119,630 - $187,990

About The Position

We are seeking an experienced and highly organized Sr. Program Manager to join our Customer Success organization. In this role, you will be responsible for driving strategic initiatives and operational programs that enhance the effectiveness and efficiency of our Technical Account Managers (TAMs), Product Support, and Customer Success teams. You’ll work cross-functionally to streamline processes, manage key programs, and ensure alignment across Customer Success initiatives to improve the overall customer experience and retention.

Requirements

• 8 + years of program or project management experience, preferably in Customer Success, Support, or related functions within a SaaS or cybersecurity company.
• Strong understanding of Customer Success operations, TAM models, and post-sales support processes.
• Proven track record managing cross-functional projects with tight deadlines and multiple stakeholders.
• Experience working with tools such as Salesforce, Gainsight, Jira, Confluence, or similar.
• Strong communication, organization, and stakeholder management skills.
• Ability to synthesize complex information and translate into actionable strategies.
• PMP, Agile, or similar certifications are a plus.
• Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent experience).

Responsibilities

• Lead and manage cross-functional programs that support TAMs, Product Support, and Customer Success teams to improve customer engagement and satisfaction.
• Drive the design, implementation, and measurement of Customer Success programs and tools that scale with Proofpoint’s growing customer base.
• Collaborate with internal stakeholders (Support, Product Management, Engineering, Sales, Marketing, etc.) to remove blockers and optimize customer journey touchpoints.
• Analyze team workflows and identify opportunities for process improvements, automation, and operational efficiencies.
• Manage program communications, including status updates, stakeholder alignment, and risk mitigation plans.
• Build and maintain project documentation, metrics dashboards, and KPIs to track program success.
• Support the onboarding and enablement of TAMs and Customer Success Managers with processes, best practices, and tools.
• Coordinate regular business reviews and feedback loops between Product Support, TAMs, and Customer Success to surface trends and customer insights.
• Drive adoption of key tools and systems (e.g., Salesforce, Gainsight, Jira, ServiceNow) within the Customer Success org.

Benefits

• Competitive compensation
• Comprehensive benefits
• Learning & Development programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities.
• Flexible work environment including remote options, hybrid schedules, and flexible hours.
• Annual wellness and community outreach days
• Always on recognition for contributions
• Global collaboration and networking opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees